Cancellation Policy

We want you to feel confident when you book with Arabella Suites. This policy outlines how we handle standard cancellations as well as rare, unforeseen emergencies that may affect your stay.

Standard Cancellation Policy

For Short Stays (1–13 nights):

• Free cancellation if made at least 7 days before check-in.
• 50% refund if cancelled 3–6 days before check-in.
• No refund if cancelled within of check-in.

For Long Stays (14+ nights):

• Free cancellation if made at least 14 days before check-in.
• 50% refund if cancelled 7–13 days before check-in.
• No refund if cancelled within 6 days of check-in.

Extenuating Circumstances Policy

If a guest must cancel due to an unforeseen emergency, we may offer a partial or full refund depending on the situation and supporting documentation provided.

Events That May Qualify for Coverage:

• Government travel bans or visa restrictions issued after booking
• Declared national or local emergencies, pandemics, or health crises
• Military conflict, civil unrest, or terrorist events
• Natural disasters such as earthquakes, floods, or severe weather
• Utility outages or conditions that make the property uninhabitable

What’s Not Covered:

• Illness, injury, or change of plans without documentation
• Transportation issues (e.g., missed flights, road closures)
• Weather conditions that are seasonal or foreseeable (e.g., rain in Nairobi)
• Event cancellations (e.g., weddings, conferences)
• Personal decisions or travel discomforts

Rescheduling & Modifications

• One free date change is allowed with at least 5 days’ notice.
• New dates are subject to availability and seasonal pricing.

Refund Processing

• Refunds are processed within 5–7 business days to your original payment method.
• International refunds may take longer depending on your bank or card provider.

Need to Cancel?

If you believe your situation qualifies under this policy, please contact us at arabellasuite@gmail.com or WhatsApp us at +254 790 825586. We may request supporting documentation (e.g. government notice, flight cancellation, doctor’s note).

Last updated: June 2025